Client Experience Associate

PNC Bank•Coral Gables, FL

1d•Onsite

About The Position

At PNC, the Client Experience Associate role is crucial for delivering an exceptional customer experience, fostering loyalty, and increasing customer share of wallet. This position is based at PNC's Coral Gables Branch and operates in an in-office, collaborative environment. The associate will focus on improving customer financial wellbeing by processing various customer interactions, educating them on financial alternatives, and identifying banking opportunities for appropriate referrals to branch staff. Key activities include lobby engagement, leveraging technology for financial transactions, and applying product and procedural knowledge to resolve customer problems. The role also involves supporting proactive sales conversations through internal and outbound interactions, adhering to policies, and ensuring efficient daily teller and branch operations. PNC employees are expected to be Customer Focused, understanding customer needs and leveraging information for customized solutions, and adept at Managing Risk, ensuring adherence to PNC's Enterprise Risk Management Framework.

Requirements

Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions (Customer Focused).
Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework (Managing Risk).
Accountability
Banking
Branch Banking
Client Loyalty
Customer Experience (CX)
Customer Service
Identifying Opportunities
Leveraging Technology
Proactive Sales
Accuracy and Attention to Detail
Banking Products
Digital Awareness
Effective Communications
Fraud Detection and Prevention
Managing Multiple Priorities
Matrix Management
Problem Solving
Understanding Customer Needs
Typically <1 year of related experience.
High school diploma or GED, or a comparable combination of education, job specific certification(s) and experience (including military service).

Nice To Haves

Bilingual in Spanish preferred

Responsibilities

Delivers a unique customer experience aimed at improving customer financial wellbeing and creating loyalty while increasing share of wallet.
Processes a variety of customer interactions.
Educates customers on alternatives available for their financial interactions.
Identifies banking opportunities during the customer interaction and refers as appropriate.
Identifies opportunities through meaningful conversations with customers, making appropriate referrals to branch staff.
Performs lobby engagement activities to connect with customers and position PNC products to meet their needs.
Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
Applies product and procedural knowledge to solve customer's problems.
Adheres to all policies and procedures, demonstrating sound judgment within established limits.
Ensures teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.
Supports proactive sales conversations through internal and outbound interactions with a defined sales process including, service to sales, teller interactions, and effective lobby engagement, ultimately elevating client loyalty.
Supports customer loyalty and helps to grow customer share of wallet through a differentiated customer experience.
Applies basic product and procedural knowledge to help identify, mitigate and resolve customer problems effectively to drive customer loyalty.

Benefits

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service